Trends Report

Forrester Infographic: The State Of Digital Transformation In Insurance, 2020

February 27th, 2020
Oliwia Berdak, VP, Research Director
Oliwia Berdak VP, Research Director
Luis Deya, null
Luis Deya
With contributors:
Stephen Powers , Katie Hampton , Corrado Loreto , Sam Bartlett

Summary

Insurance firms have become more pragmatic in their digital transformation efforts. Customer experience continues to be the top driver, but cost reduction has risen in importance since 2017. The result is a strong focus on IT processes and customer service as insurers seek to slash IT expenses and cost-to-serve. But to achieve their business objectives, insurance firms will need to flex their org structures and develop new skills — not only build a better technology foundation.

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